Interaction team

Updating Business Partner basic personal information

Aim:
The aim of this document is to show how and where to update personal information about a customer.

To be able to do this, you need to have located your account and confirmed.

Background

Where we update information depends on what kind of customer we are dealing with. We have Business Partner (BP) records that begin with a 9 and those that begin with an S. The 9 indicates that this person is an ‘Enquirer’ to the University in some way – perhaps a prospective student, a parent etc. Those beginning with an S are applicants, registered students or graduates of the University. All of these S BPs have a primary record in the SAP SLM system and so we would never update their record in CRM – always in SLM, as any changes we make in CRM do not show in SLM and will be overwritten.

Any changes in SLM will feed into CRM immediately.

It is worth mentioning that students should update their own data via the S3P portal and can be reminded of this.

Note:Name change(ie, deed poll or marriage /divorce change) - While they cannot change their name or title themselves in S3P, they should be directed to submit a name change request via the portal which will go to their School or they should approach their School in person directly.

Update Business Partners where prefixed with a 9

Screen: Identify Account

Tip: If you just want to update the account and do not have an enquiry to record, you do not need to click confirm, just edit.

  • Click on the Edit button to edit.

  • Here you can update most information for the account.
  • You can’t update the BP role. This needs to be done in Enquirer Overview (see procedure for The Enquirer Overview).
  • You need to click on More Fields to update the title.

Updating Information for an Applicant or registered student (and Graduates)

  • Before updating any information, we should always ensure that we are shown the necessary ID as proof.
  • Some examples of occasions when you would need to create/edit a student address are:
  • During Registration many students have not added a Term Time address and need this to produce a Bank Letter.
  • If a student changes residences they will notify us.
  • I have mentioned above why we shouldn’t update this information in the Identify Account screen similarly don’t use Enquirer Overview.
  • The address shown for the student or applicant in the CRM system Identify Account screen is the Standard Address. This is set each night to the home address but could be changed by other services to use another address. Most times we will see the customer’s home address but be aware it could be another type – if you need to check this at all, look in SLM at the addresses there, alternatively, refer to Enquirer Overview.
  • We never delete an address in SLM; we leave old addresses there for information and history. Any new address is identified as new by setting it as standard. See below to see how to do this.

Screen: Identify Account

Once you have confirmed the account:

  • On the menu on the left select the drop down next to Student Transactions and then select ‘Student Master Data (maintain)’.

  • This will launch you into the SLM system and open the correct student account (always check this before making any changes by looking at the student name, number etc.)

Screen: Maintain Student Master Data

  • It opens on the Personal Data tab. Here you can update name, title, DOB etc.
  • To update address data go to the Address Overview tab.
  • If this tab is not shown as one of the tabs along the top, use the button on the right of the page to bring up the list of the tabs available and select from there:

Screen: Address Overview

  • There are three sections within this screen:
  • Address Overview.
  • Address-Independent Communication.
  • Address Usages.

Address Overview

  • Here you can view the addresses, edit them and create a new address:

  • The Create button allows you to create a new address and the Choose button allows you to view and edit one of the addresses there, (as mentioned earlier – never delete).

Address-Independent Communication

  • Here you would update a personal email address and mobile number for either a student or applicant (you can only have one email address listed here).

Tip: If you have communication from an applicant and they are using a different email address, (perhaps they applied from a school that they are no longer at) – check with them which email they wish their registration information to go to and update this here.

Addresses Usages

  • Whenever a new address is created you have to assign it a usage and set it as the Standardfor that usage, which indicates that this is the up to date address we have for that particular usage.

  • To set a usage
  • Click on the title of the usage that you require (such as Students Home Address).
  • Click Create and select the appropriate address from the list that appears (if you have just created a new one in Address Overview you will be able to select it here).
  • To set it as the Standard Address, click on the address line and click Standard at the bottom – it will turn yellow and say ‘Standard’ at the end of the line.

Contacting Students

  • When the University contacts a student they will normally use their University email address (which is active from when they register online). Accounts also have the Address-Independent address so staff will often send to both to have a better chance of getting the communication to the student.

Updated 16/01/2014